Refund policy
Returns & Refunds Policy
At KRAKEON ECOM LLC, we want every purchase to be a satisfactory experience. We understand that shopping for fashion online involves trust, which is why we aim to provide a clear, fair and transparent returns and refunds process.
If, for any reason, your order is not quite right, our customer care team is available to assist you.
This Returns & Refunds Policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the ACL.
Return Period
You may request a return for change of mind within 14 calendar days from the date you receive your order.
We recommend checking your order as soon as it arrives and contacting us promptly if you notice any issue.
To request a return, please contact us at:
hello@sunsetmay.com
Your return request must be submitted before the 14-day return period expires.
After this period, we may not be able to accept change-of-mind returns. This does not affect any rights you may have under the Australian Consumer Law in relation to faulty, damaged, unsafe, incorrectly supplied or misdescribed products.
Conditions for Change-of-Mind Returns
For a change-of-mind return to be accepted, the item must meet all of the following conditions:
- Be unworn, unwashed and unused.
- Be in its original condition without signs of wear, washing or alteration.
- Be free from stains, marks, make-up, odours or other signs of use.
- Have all original tags, labels and hangtags attached.
- Be returned in its original packaging where reasonably possible.
- Be in a condition suitable for resale as new.
We reserve the right to refuse a change-of-mind return where the item does not meet these conditions.
If a return is refused for this reason, the item may be sent back to the customer.
These conditions apply only to voluntary change-of-mind returns and do not limit your rights under the Australian Consumer Law where a product is faulty, damaged, unsafe, incorrectly supplied or does not match its description.
Items Not Eligible for Change-of-Mind Returns
For hygiene, safety or product integrity reasons, certain products may not be eligible for change-of-mind returns once opened, worn or used, including:
- Underwear and lingerie.
- Swimwear and bikinis where the protective hygiene seal or strip has been removed.
- Personalised, customised or made-to-order products.
- Products that are clearly identified before purchase as non-returnable for hygiene or personalisation reasons.
These exclusions apply to change-of-mind returns only.
They do not exclude or limit any rights you may have under the Australian Consumer Law if an item is faulty, unsafe, incorrectly supplied, damaged or otherwise fails to meet applicable consumer guarantees.
Faulty, Damaged or Incorrect Items
If you receive an item that is faulty, damaged, incorrectly supplied or materially different from its description, please contact us as soon as reasonably possible at:
hello@sunsetmay.com
To help us investigate the issue efficiently, please include:
- Your order number.
- Your full name.
- A brief description of the problem.
- Clear photographs or videos showing the fault, damage or incorrect item.
- Where relevant, photographs of the external packaging and product label.
If the damage appears to have occurred during delivery, we recommend contacting us within 48 hours of receiving your order so that we can investigate the matter promptly with the delivery provider.
The 48-hour period is a recommendation only and does not limit your rights under the Australian Consumer Law.
Once the issue has been reviewed, the remedy available will depend on the nature of the problem and your rights under applicable law.
Where a product fails to meet the consumer guarantees under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another appropriate remedy.
Where the product has a major failure, you may be entitled to choose between a replacement and a refund in accordance with the Australian Consumer Law.
Where KRAKEON ECOM LLC is responsible for providing a remedy under the Australian Consumer Law, we will also cover reasonable return postage costs where required by law.
Change-of-Mind Returns
If you wish to return an item because you:
- Changed your mind;
- Ordered the wrong size;
- Prefer another style; or
- No longer want the product,
you may request a return within the 14-day return period, provided the product meets the return conditions described above.
For change-of-mind returns, the cost of return shipping is the customer’s responsibility.
We strongly recommend using a tracked postal or courier service and retaining your proof of postage until your refund has been completed.
KRAKEON ECOM LLC cannot accept responsibility for change-of-mind return parcels that are lost or damaged while being sent back to us.
Original delivery charges are not refundable for change-of-mind returns unless otherwise required by applicable law.
Size or Product Exchanges
If you would like to exchange an item for another size or another available product, please contact us at:
hello@sunsetmay.com
Please provide your order number and details of the item or size you would like instead.
Exchanges are subject to product availability.
Unless the exchange is required because the original product is faulty, damaged, incorrectly supplied or otherwise covered by your rights under the Australian Consumer Law, the exchange will generally follow the same process as a change-of-mind return.
This means that the customer is responsible for returning the original item to us.
Once the original item has been received and inspected, we will advise you regarding the replacement item.
If there is a difference in price between the original product and the replacement product, we will advise you before proceeding with the exchange.
How to Start a Return
Returns are arranged through our customer care team.
Step 1
Email hello@sunsetmay.com and request a return.
We recommend using the following email subject:
Return Request – Order #[your order number]
Step 2
Please include:
- Your full name.
- Your order number.
- The item or items you wish to return.
- The reason for the return.
Step 3
If the product is faulty, damaged or incorrect, please also include clear photographs or videos showing the issue and, where relevant, photographs of the packaging.
Step 4
Our customer care team will review your request and provide you with:
- Confirmation of your return request;
- The correct return address; and
- Instructions for returning your item.
Step 5
Send the parcel according to the return instructions provided by our team.
Please keep your postage receipt and tracking information until your refund or exchange has been completed.
Important: Please do not send any parcel before receiving return instructions from our customer care team. Returns sent without prior authorisation may not be processed correctly.
This return authorisation process does not limit any rights or remedies available to you under the Australian Consumer Law.
Return Address
The correct return address will be provided to you by email once your return request has been reviewed.
Please do not send returns to our general business address or to an address printed on the original parcel unless our customer care team specifically instructs you to do so.
Our business address is:
KRAKEON ECOM LLC
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
United States
Please note that this is our business address and should not automatically be used as the return address unless confirmed by our customer care team.
Refunds
Once your return has been received, we will inspect the item to confirm that it meets the applicable return conditions.
We will notify you by email once the return has been reviewed.
If your return is approved, the refund will be processed within 5 business days using the original payment method used for your purchase.
Once the refund has been issued, your bank, card provider or payment processor may require additional time before the funds appear in your account.
We will notify you once the refund has been processed.
For voluntary change-of-mind returns, KRAKEON ECOM LLC reserves the right to refuse a refund where the returned item does not satisfy the change-of-mind return conditions set out in this policy.
This does not affect refunds or other remedies that you may be entitled to receive under the Australian Consumer Law.
Lost or Undelivered Orders
If your order has not arrived within the estimated delivery period communicated to you at the time of purchase, please contact us at:
hello@sunsetmay.com
Please include your order number so that our team can investigate the shipment with the relevant delivery provider.
Depending on the circumstances and the outcome of the investigation, we will advise you of the available options, which may include a replacement shipment or refund where appropriate.
Nothing in this section limits your rights under the Australian Consumer Law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify those rights.
Customer Care
If you have any questions regarding a return, refund, exchange or your order, please contact us:
KRAKEON ECOM LLC
Email:
hello@sunsetmay.com
Telephone:
+1 (505) 461-4671
Business address:
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
United States
Company Number:
41-3701619
Telephone assistance follows Sydney time (AEST/AEDT).
Customer care hours:
Monday to Friday, 8:00 am–3:00 pm Sydney time
